I am attempting to re-install SolidWorks 2011 after a hard drive failure. I let my subscription expire after 2011. I have physical media for 2010 SP 0 provided by my VAR. They did NOT send me a disk for 2011 - a fact I pointed out to them to no avail. When I attempt to use Installation Manager to upgrade the 2010 license to 2011, it gives me the following error:

Your serial number is not on subscription or has expired. The following products require an active subscription to download: SolidWorks.

I have tons of files that were created with 2011 and unopenable with 2010. My VAR contacted SolidWorks and got them to provide a download for 2011 SP 5 - but the FTP server maxes out at 270 KB/s for a 5 GB download. Insult to injury, the server fails before reaching 1 GB. I've tried multiple times with multiple FTP clients to no avail. My VAR has stopped replying to my requests for assistance.

Since they were willing to help with the download, at least initially, it sounds like it is a case of won't, not can't. You might point out to them that how they treat you now will determine whether you sign up with them or go with the competition when you decide to renew your subscription. If you don't already know who the competition is, go to the SolidWorks website and click on "How to Buy" and then "Find a Reseller".

Also be more persistent with your reseller. Ask for the name of the regional SW sales manager so you can discuss the issue. Your VAR can burn a DVD for you. Sounds like they are not being very customer service oriented. Not good if they want your future business.

Thanks everyone for your input. I'm going to try another phone call on Monday morning. Anna - I tried the download 3 more times after posting here, and each fails right before reaching 1 GB. I'm assuming there is a cap on the FTP that disconnects the server at this point. I'll keep you all posted as to how this shakes out.

I tried my VAR twice this morning and got voice mail both times. Messages have not been returned. I called another VAR and they are burning the installer onto a disk AND OVERNIGHTING IT TO ME! Is there some way to report a substandard reseller to the mothership?